Customer Service Standards
The Clinic continuously strives to provide programs and services that respect the dignity and independence of persons with disabilities. We are committed to ensuring that participants and clients with disabilities receive accessible programs and services with the same quality and timelines as others, wherever possible.
The Clinic supports the full inclusion of persons with disabilities in all the Clinic programs and services as set out in the
Canadian Charter of Rights and Freedoms, Ontario Human Rights Code, the Ontarians with Disabilities Act (ODA), 2001, and the Accessibility for Ontarians with Disabilities Act (AODA), 2005.This policy is available in accessible formats upon request.
The responsibility for implementing this policy applies to the Clinic staff, volunteers, students, contractors, and others who represent or are connected to the Clinic. Whether a person’s disability is apparent or not, everyone will be treated with courtesy, made to feel welcome, and have their need for accommodation respected whenever they interact with a Clinic program or services, its staff, volunteers, and participants. This policy will address the following in respect of persons with disabilities:
- The provision of all programs and services offered by the Clinic to persons with disabilities
- The use of assistive devices, service animals, and support persons by persons with disabilities
- Client feedback regarding the provision of programs and services
- Communication that enables individuals and considers their disability
- Notice of temporary disruptions in services and facilities
- Notice of availability and format of documents
All Clinic staff, volunteers, students, contractors, and those who deal with participants or clients on behalf of the Clinic and those involved in developing customer service policies, practices, and procedures will receive Accessibility Awareness Training within three (3) months of beginning their duties.
The Clinic will provide training on the following:
- The Accessibility for Ontarians with Disabilities Act 2005 (AODA) and the requirements of Accessibility Standards for Customer Service
- How to interact and communicate with persons with several types of disabilities
- Assistive devices or the use of service animals or support persons
- How to use the equipment or devices available on the Clinic’s premises or otherwise assist with the provision of programs or services to persons with disabilities
What to do if a person with a disability is having difficulty accessing Clinic programs and services
Contractors and consultants providing services on behalf of the Clinic to participants or clients will be required to ensure their staff have the appropriate training.
The Clinic will keep records of the training provided, including dates training is provided and the number of people trained.
The Clinic’s policy is to allow people to use their assistive devices to access our services wherever possible.
Persons with disabilities may bring their service animals onto any Clinic premises open to participants or clients, except in site-specific areas where animals are prohibited by law. For restricted areas, the Clinic will suggest appropriate alternatives and assistance.
The owner’s responsibility is to ensure the service animal is always kept in control while on Clinic premises or partaking in Clinic services.
The Clinic will ensure that all staff, volunteers, and third parties dealing with the participants or clients are trained in how to interact with the person with disabilities who a service animal accompanies.
Persons with disabilities may bring their support person to the Clinic premises when accessing programs and services at no additional cost.
If it is not readily apparent that the support person is required, the Clinic may ask the person with a disability for a letter from a qualified professional confirming the person needs a support person for reasons relating to their disability.
To ensure the best services possible, the Clinic invites individuals to provide feedback on how the Clinic provides services to participants and clients with disabilities. The Clinic will respond to complaints promptly and take appropriate action to address the identified issue.
Feedback may be provided to the Executive Director:
Barbra Schlifer Commemorative Clinic
489 College Street, Suite 503, Toronto, ON M6G 1A5
Email: [email protected]
Complaints will be processed through G2. Clients Complaints Policy.
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